Sent a return but the retailer says it never arrived? Under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, once you have proof of posting or dispatch, the risk passes back to the retailer. The retailer cannot refuse your refund solely because their courier lost the return. This page explains your rights, the evidence you need, and how to escalate if the retailer still refuses.
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Start your disputeUnder the Consumer Rights Act 2015 and Regulation 34 of the Consumer Contracts Regulations 2013, once you can show the item was posted back (or collected, if the retailer booked the collection), the risk of loss in transit sits with the retailer. If the retailer provided the return label or return method, they bear the risk from the moment you hand the parcel over. Even where you chose the courier, proof of posting demonstrates you fulfilled your part, and the retailer cannot simply refuse a refund on the grounds that their warehouse never received it. The courier problem is between the retailer and the courier, not between you and the retailer.
1. Get proof of posting. The drop-off receipt from the Post Office, ParcelShop, or collection point is your single most important document. A tracking number alone is useful but the dated receipt is what legally shifts the risk back to the retailer. 2. Send the proof to the retailer in writing (email or their contact form, not phone). Quote your order number and attach a photo or scan of the receipt. 3. State your rights. Reference the Consumer Rights Act 2015 and Regulation 34 of the Consumer Contracts Regulations 2013, and say the risk of loss in transit passed to the retailer at the moment of posting. 4. Give a short deadline. Something like 'please process the refund within 14 days, in line with my statutory rights' is firm and reasonable. 5. If the retailer refuses, escalate via your payment provider. For credit card orders over £100, file a Section 75 claim with your card issuer. For debit cards, request a chargeback through your bank. Both routes accept proof of posting as sufficient evidence.
Retailers must process your refund within 14 days of receiving the returned goods, or 14 days from the date you supplied proof of postage, whichever is sooner. In practice this means: as soon as you send the retailer your drop-off receipt, the 14-day clock starts. If the retailer claims not to have received the return, you do not have to wait for them to find it — the clock is already running.
If you arranged the return yourself (for example posted it via your own Royal Mail or Evri account, or booked a DPD collection personally), you may also have a claim directly against the courier. Royal Mail claims go via royalmail.com/claims within 80 calendar days of posting. Evri claims go via Evri's help centre or webchat. Compensation caps are typically £20 unless additional cover was purchased. Either way, pursue the retailer first — your Consumer Rights Act route against the retailer is almost always stronger and faster than a courier compensation claim.
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If the retailer won't process your refund because they say the return was lost, your payment method can help. If you paid by credit card and the item cost over £100, Section 75 of the Consumer Credit Act makes your card provider equally liable. If you have proof of postage, your bank can pursue the refund on your behalf. If you paid by debit card, you can request a chargeback when the retailer won't honour a valid return. Provide your proof of postage to your bank — they can reverse the charge if the retailer doesn't respond. Most banks accept chargebacks within 120 days. If you paid through PayPal, open a dispute through their Resolution Centre. PayPal typically sides with the buyer when proof of return postage is provided. Our tool will tell you which payment route is strongest for your situation.
Send them proof of posting immediately. Under the Consumer Rights Act 2015 and Regulation 34 of the Consumer Contracts Regulations 2013, once you have proof of posting the risk shifts back to the retailer — they must process your refund whether or not their warehouse received the parcel. The 14-day refund clock starts the moment you supply the proof of posting, not when they locate the return.
Yes. Proof of postage (the dated drop-off receipt from the Post Office, ParcelShop, or collection point) is essential. Without it, the retailer can reasonably argue you have not shown the parcel was actually sent, and most courier and payment-provider escalation routes will also reject the claim. Always get a receipt at drop-off and photograph it before leaving.
Give the retailer a short written deadline citing the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013. If they still refuse, escalate through your payment provider: Section 75 of the Consumer Credit Act 1974 for credit card orders over £100, or a chargeback request to your bank for debit card payments. Both routes accept proof of posting as sufficient evidence. As a last resort, consider Money Claims Online (Small Claims Court) for amounts up to £10,000.
Yes, a little. If the retailer booked the courier or provided the label, the risk is theirs from the moment you handed the parcel over. If you self-booked, you still have a strong Consumer Rights Act claim once you have proof of posting, but you also have a parallel option to claim compensation directly from the courier if you want to.
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